To our customers, we would like to extend our thoughts to you at this extremely difficult time. It's a very challenging time for us all and we will do everything we possibly can to help. We understand that you placed your trust in us and we want to reassure you that your booking, as well as the money you have paid to date, is safe. We take pride in the sustainable way in the way we run our business, having over 15 years experience in the industry; we don't expect that to change any time soon. This is a family business with a big heart and we look forward to working with you on your upcoming events.
We felt it necessary to put together some information as a way to provide more clarity in the unprecedented time. We offer a very personal service, with a small number of very dedicated staff; and we take pride in our ability to be as flexible as humanly possible. It's what sets us apart.
We all find ourselves in a difficult situation at the moment and we would like you to know that we are here for you. We are handling a large number of events which we have no choice but to postpone in the coming three weeks or so. The only thing we can ask of you right now, is this: Please be patient with us; on reduced staffing levels we are helping to rearrange literally hundreds of event and are dealing with these by date. But we will get to you very soon. You may also refer to the section regarding postponement a little further on. We are rescheduling many events with extremely flexible terms, we believe this is a great option for you.
Please rest assured that your event is extremely important to us. We look forward to working together in the coming days and weeks to get everything sorted. We have put together some important details in the remainder of the page. Please take time to read and try, where possible, to only contact us in line with the 'When To Contact Us' section.
To protect our business we have taken the decision, as many have, to temporarily reduce our staff numbers. As a result, response times may be slower than usual. But rest assured, we're still open and ready to get all Coronavirus issues dealt with as promptly as possible; trying as best we can to maintain the excellent level of customer service which you rightly expect at this difficult time.
There are a few key things we're doing right now:
We are currently experiencing high volumes of queries from our customers, at a time where we have less staff than usual, so please follow this guidance as best you can. In light of this, the best way to communicate with us, at least temporarily, is via email. Phone lines are still active, but we would ask you to avoid calling at this time, unless a time has been scheduled by email first. We might not reply as quickly as we normally would, but please do bear with us and we will ensure we get round to everyone as swiftly as possible.
Importantly, please review our 'Coronavirus Policy' section to work out your banding, and get in touch using the guidance below:
UPDATED TUESDAY 24th MARCH, 19:47.
Due to current Government advice, we have the following policy in place to deal with bookings affected by Coronavirus.
Band 1: Events which are due to commence up until Sunday 12th April 2020
There is an enforced Government lock-down. It is therefore compulsory to select one of the follow options.
Band 2: Events which are due to commence from Monday 13th April 2020 to Sunday 3rd May 2020
Band 3: Events which are due to commence beyond Monday 4th May 2020
We consider a postponement to be any event which is temporarily postponed, where the intention is to re-book your trip on a new date some time in the future. The terms of postponement are extremely flexible and please note that this option is available to anybody, regardless of your event date. By selecting this option, we guarantee that you will not lose a penny - we will carry the full amount paid over to the new date.
Regardless of your event date, it's worth starting a conversation with your group immediately and letting us know your intentions, whether postponement or otherwise.
The key question for most people, is that they don't know the new date - this isn't always an easy feat as you probably know all to well already! Please don't worry, this is not a problem for us. We can temporarily postpone the event without you confirming a new date; and, in most cases, there is no rush to confirm this to us. If we need to know by a certain date we will advise you.
If you have any questions whatsoever please let us know when you contact us.
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